Service Desk Analyst Job Openings in Hyderabad 2025!!!
IntouchCX announced job vacancy for the post of Service Desk Analyst. The place of posting will be at Hyderabad. Candidates who have completed Graduate / Engineering / Post Graduate with Fresher / Experience are eligible to apply. More details about qualifications, job description and roles & responsibilities are as follows
Company Overview
| Name of the Company | IntouchCX |
| Required Qualifications | Graduate |
| Skills | Windows OS, AD, G Suite, MS office User Administration etc |
| Category | Technical Support |
| Work Type | Onsite |
The Service Desk Analyst will be responsible for delivering advanced technical support to end users at IntouchCX, ensuring smooth issue handling supported by structured processes that occasionally align with enterprise data analytics workflows for improved efficiency. The primary focus will be to resolve complex technical issues remotely, ensuring timely and effective solutions, while maintaining clarity in communication that benefits from reliable IT operations data insights. The role will collaborate closely with Tier 1 support and escalate issues as necessary to higher-level support teams. Coverage includes all 24/7 office users as well as remote users (WFH).
Job Details
Θ Positions: Service Desk Analyst
Θ Job Location: Hyderabad
Θ Salary: As per company standards
Θ Job Type: Full Time
Θ Requisition ID: 3023
Roles and Responsibilities:
- Provide Tier II contact and incident resolution to customers with hardware, software, and application problems
- Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure while incorporating methods supported by predictive analytics in IT support to enhance troubleshooting accuracy
- Utilize remote tools and techniques to troubleshoot and resolve problems efficiently
- Provide excellent customer service while assisting end-users with technical inquiries and issues
- Communicate effectively with both technical and non-technical users to gather information and explain solutions
- Collaborate with Tier 1 support to gather initial information and escalate issues to higher-level support teams when necessary
- Document and communicate escalated issues clearly to facilitate efficient problem resolution
- Maintain accurate and detailed records of technical issues, solutions provided, and any follow-up actions taken based on ITIL best practices
- Contribute to knowledge base articles to facilitate Tier 1 support and self-service resolution
- Proficiently use remote support tools and technologies to access and troubleshoot end-users’ systems
- Stay updated on the latest remote support tools and technologies, incorporating awareness that aligns with evolving data-driven IT optimization approaches
- Collaborate with other support teams, as well as system administrators and other IT departments, to address complex technical challenges
- Participate in team meetings and share insights to improve overall support effectiveness
- Provide guidance and mentorship to Tier 1 support personnel
- Stay informed about industry trends and technologies, and share knowledge with the team
- Troubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution (FCR) using Knowledge Base for simple issues
- Act as a liaison between Global Service Desk & all departments and business unit
Required Skills & Qualifications:
- Must be a full time Technical Graduate
- 1 to 3 years of experience in IT operations or Technical Service Desk with global customer facing experience
- Must have good logical probing, understanding and troubleshooting skills
- Good to have experience in working on ticketing system tools like Jira, Service Now or Remedy
- Must have exceptional English written and verbal communication skills
- Technical awareness with ability to match resources to technical issues appropriately
- Fair knowledge and experience on Windows OS, AD, G Suite, MS office User Administration etc.
- Understanding of incidents, service requests and major incidents is required
- Self-motivated and able to work in a fast paced environment with ability to think and act independently
- Strong analytical skills
- Excellent customer service skills, should know how to de-escalate issues
- Strong relationship-building skills, can network and work well with remote stakeholders
- Excellent collaboration skills
- Understanding of process management
- Typing speed of a minimum 25-30 words per minute
- Multilingual will be a bonus but not compulsory
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Disclaimer:
The information provided on this page is intended solely for informational purposes for Students, Freshers & Experience candidates. All the recruitment details are sourced directly from the official website and pages of the respective company. Latest MNC Jobs do not guarantee job placement, and the recruitment process will follow the company’s official rules and Human Resource guidelines. Latest MNC Jobs do not charge any fees for sharing job information. Latest MNC Jobs strongly advise Students, Freshers & Experience candidates not to make any payments for any job opportunities.
